Anantara Kihavah Maldives Villas has opted for Indian hospitality software company Knowcross’ KNOW Glitch system to help them effectively manage guest complaints.

KNOW Glitch has been seamlessly integrated with the resort’s Property Management System in a way that assists the hotel to capture, track, investigate and effectively close service issues that have inconvenienced guests, resulting in a significant improvement in guest satisfaction and social media ratings.

“The Anantara brand is known for its exceptional guest service. This makes it imperative for them to have systems and processes that kick in when a guest is dissatisfied or disappointed. For instance, if I were unhappy with my breakfast and reported it to the manager, the Front Office executive checking me out would apologise for the inconvenience and perhaps offer me a free airport drop in a hotel limo. This is enabled by KNOW Glitch. It’s an easy to use tool that ensures service recovery and drives guest satisfaction scores,” Sachin Moudgil, VP for Knowcross’ Asia operations, was quoted in a statement, as saying.

KNOW Glitch also helps Anantara Kihavah Maldives Villas in reducing expenses on rebates that are sometimes offered to guests. Through its data analysis tools, it further enables the resort to redesign and redefine internal processes and staff training requirements.

Anantara Kihavah Villas is just 35 minutes by seaplane from the main Velana International Airport. Following the scenic flight, guests arrive to a picture-perfect setting surrounded by the jewel-coloured waters and uninhabited islands of the majestic Indian Ocean.

In addition to Anantara Kihavah Maldives Villas, the KNOW Glitch system has been deployed at several other Anantara properties as well, including Anantara Mai Khao Phuket Villas and Anantara Layan Phuket Resort in Thailand, Banana Island Resort Doha by Anantara in Qatar, and Anantara The Palm Dubai Resort in the UAE.

Founded in 2002, Knowcross is a global leader in providing software products for hotel operations which help increase efficiency and enhance guest service, with a direct impact on the bottom‐line.

The Knowcross platform includes KNOW Service, KNOW Housekeeping, KNOW Glitch, KNOW Mobile, KNOW Inspection and KNOW Maintenance. The platform is cloud based (SaaS), supports multiple languages and allows extensive customization to suit the specific needs of each hotel. The platform is interfaced to a number of leading PMS systems, in-room control systems, messaging gateways and fire alarm systems.

With a global customer base across 30 countries, the Knowcross client portfolio consists of some of the world’s most well-known brands including Rosewood, Aqua-Aston, Hoxton, Hyatt, IHG, Hilton, Kempinski, Taj, Oberoi, The Doyle Collection, Minor Hotel Group, Dusit Thani, Park Hotel Group, Carlson Rezidor, Cheval Residences, and Shangri-La; as well as marquee independents such as The Ned London, The Curtain London, The Halkin London, The Royal Garden London, Lancaster London, Le Bristol Paris, Dolder Grand Zurich Gansevoort Meatpacking, Sixty Soho, The Nomad New York and The Mark New York.